Last updated: 01-10-2026
Important information: money you send with us is not covered by the Financial Services Compensation Scheme (FSCS), and we are not opted into the safeguarding requirements of the Payment Services Regulations 2017. Please read clause 11 before using the Service.
1.1 STB Remit is a trading name of Kanson Services Limited ("we", "us", "our"), a company registered in England and Wales (company number 05275139). Our registered office is TBXH @ Sunley, Sunley House, Bedford Park, Croydon, London, CR0 2AP.
1.2 Kanson Services Limited is registered by the Financial Conduct Authority (FCA) as a Small Payment Institution under the Payment Services Regulations 2017 (Firm Reference Number 577170). You can check our registration on the FCA Register at register.fca.org.uk. We are registered with HM Revenue & Customs as a Money Service Business under the Money Laundering Regulations (registration number XCML00000218901) and with the Information Commissioner's Office (registration number Z2392177).
1.3 These Terms and Conditions ("Terms") apply to the STB Remit money transfer service we provide through our website, our mobile app, and our agents (the "Service"). By registering for or using the Service, you (the "Sender") agree to these Terms. Please read them carefully and keep a copy. You can ask us for a copy at any time.
1.4 These Terms are in English and we will communicate with you in English. If we provide a translation, the English version applies if there is any difference.
2.1 You can contact our Customer Service team:
• Email: contact@stbremit.com
• Phone: +44 204 570 9268 and Mobile: +44 794 3152 165, 09:00 - 17:00 Monday to Friday, excluding UK public holidays.
• Post: STB Remit, TBXH @ Sunley, Sunley House, Bedford Park, Croydon, London, CR0 2AP
2.2 We will contact you using the email address, phone number, or postal address you give us, or through the app. Please keep your contact details up to date.
3.1 To use the Service you must be at least 18 years old, resident in the United Kingdom, or the USA and EEA, subject to terms and conditions of our partners in USA and EEA, and able to enter into a legally binding contract. You must use the Service only for yourself and not on behalf of anyone else.
3.2 We must check your identity before we send any Money Transfer. We may also ask for information about the Receiver, the purpose of the transfer and the source of your funds. We will not process a Money Transfer until we have completed these checks.
4.1 The Service lets you send money (a "Money Transfer") to a person you choose (the "Receiver") in the countries we serve. Depending on the destination, the Receiver can be paid by bank deposit, mobile wallet, or cash pickup at one of our agent or partner locations. The payout options available for each country are shown before you confirm a Money Transfer.
4.2 Your STB Remit wallet is used only to make Money Transfers. You cannot hold a balance in your wallet. Money you pay to us is used only to carry out the Money Transfer you have instructed. We do not issue electronic money, and we do not pay interest.
4.3 You can pay for a Money Transfer by debit card, bank transfer, or in-app open banking payment (your "Payment Method"). Your agreement with your Payment Method provider governs your use of that Payment Method, and that provider may charge its own fees (for example, a cash advance fee on a credit card).
4.4 For some destinations, the Receiver may need to show valid identification, give the answer to a test question you set, or both, before they can be paid. Contact Customer Service for current information about the requirements for your chosen destination.
4.5 We may offer additional services for some destinations, such as notifying the Receiver by SMS or phone that a cash pickup is ready or adding a short message to a Money Transfer or mobile phone or electricity top-ups.
5.1 Before you confirm a Money Transfer, we will show you:
• the amount you are sending and the Transfer Fee;
• the exchange rate that will apply if the Receiver is paid in a different currency;
• the exact amount the Receiver will receive, and in which currency;
• the payout method and the maximum time it will take for the money to be available to the Receiver; and
• any other charges that apply.
5.2 After you pay, we will give you a receipt by email or in the app with a transfer reference number, the Receiver's details, the amount sent, the Transfer Fee, the exchange rate, the amount the Receiver will receive and the date we received your payment.
6.1 Transfer Fee. You agree to pay the fee for each Money Transfer shown to you before you confirm it (the "Transfer Fee"), together with the fee for any additional service you choose.
6.2 Exchange rate. Payments are made in the currency of the destination country, except where we offer payout in pounds sterling. We set the exchange rate we use. The rate we offer you includes a margin, which is the difference between our rate and the rate at which we buy the currency. We keep this margin (and, in some cases, share it with our payout partners) in addition to the Transfer Fee. The exchange rate shown to you when you confirm a Money Transfer is the rate that applies to that Money Transfer.
6.3 You can check our current exchange rates and fees on our website or app before sending, or by contacting Customer Service.
7.1 You must pay the full amount of the Money Transfer and the Transfer Fee before we process it. You authorise the Money Transfer, and consent to us taking payment from your Payment Method, when you confirm it on our website or app.
7.2 We will treat your instruction as received when we have received your payment and completed our identity and compliance checks. If your Payment Method provider does not authorise the payment, we will not process the Money Transfer and will let you know.
7.3 You must make sure the Receiver's details you give us are correct and complete. If you give us incorrect details (such as a wrong account or mobile wallet number), we are not responsible if the money is paid to the wrong person. We will make reasonable efforts to recover the money and tell you the outcome, and we may charge a reasonable fee for doing so. If we cannot recover it, we will give you the information we hold that may help you claim it back, on written request.
7.4 Once we have received your instruction, the money will normally be available to the Receiver within the time shown before you confirm the Money Transfer. Transfers may take longer where we must carry out additional checks required by law, for larger amounts, or where a payout location's opening hours or local banking arrangements affect delivery.
7.5 We may limit the amount of a Money Transfer, or the amount you can send over a period of time. The limits that apply to you are shown in the app.
8.1 We, or our payout partners, may refuse to send or pay a Money Transfer, or delay it, if we reasonably believe that it would break the law or our compliance policies, if we suspect fraud, money laundering, terrorist financing or a breach of sanctions, if you have not given us information we have asked for, or if the Money Transfer would break these Terms.
8.2 If we refuse a Money Transfer, we will tell you, and where possible give our reasons and explain how you can correct any factual mistake that led to the refusal, unless the law prevents us from doing so.
8.3 We are required by law to report certain transactions and suspicions to the UK authorities, and our payout partners may be required to report to authorities in the destination country.
9.1 You can ask us to cancel a Money Transfer at any time before the money has been paid to the Receiver, by contacting Customer Service or through the app. We cannot cancel a Money Transfer once it has been paid out.
9.2 If we cancel a Money Transfer at your request before it is paid out, we will refund the principal amount to your original Payment Method without undue delay and in any event within 3 business days of your request. If the cancellation is requested by the Sender, we may not refund the transfer fee. If the Receiver was due to be paid in a foreign currency, we will refund the original amount you paid in pounds sterling.
9.3 If a Money Transfer is not made available to the Receiver within the time we told you, or is not made at all, because of our error, we will refund the principal amount and the Transfer Fee without undue delay, and we will also refund any charges and interest you have to pay as a result, unless we can show the money was received by the Receiver's payment service provider.
9.4 If you think a payment was taken from you that you did not authorise, or was carried out incorrectly, you must tell us without undue delay and in any event within 13 months of the date the payment was taken.
10.1 If a cash pickup Money Transfer has not been collected by the Receiver within 3 days, we will contact you to arrange a refund or to update the Receiver's details.
10.2 If a Money Transfer is not collected by the Receiver or cancelled by you within one (1) year of the date it was sent, we may, where permitted by law, deduct an administration charge of one pound (£1) per month from the date it was sent, up to a maximum of twenty-five pounds (£25), from the amount we refund to you. We will contact you before we make any deduction.
11.1 Money you send with us is not covered by the Financial Services Compensation Scheme (FSCS).
11.2 As a Small Payment Institution, we are not opted into the safeguarding requirements of the Payment Services Regulations 2017. This means that money you pay to us is not held in a separate safeguarding account. If we stopped trading before your money was paid to the Receiver, you might not get that money back.
12.1 You must keep your STB Remit login details, passwords, and any security codes secret, and must not let anyone else use your account. Tell us immediately if you think someone else knows your security details or has used your account.
12.2 Only send money to people you know and trust. Never send money to someone you have only met online, or because someone has contacted you unexpectedly asking for payment, claiming to be from a bank, the police, HMRC or another organisation, or offering an investment, a prize, a loan or a job. Once a Money Transfer has been paid out, we may not be able to get the money back. If you think you may be the victim of a scam, contact us straight away.
13.1 If we do not carry out a Money Transfer correctly, we will be responsible to you as set out in clause 9 and as required by the Payment Services Regulations 2017.
13.2 We are also responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time you made the Money Transfer, both we and you knew it might happen.
13.3 We are not responsible for:
• loss or damage that is not foreseeable;
• any business losses, as the Service is provided for personal use only;
• loss caused by incorrect Receiver details you give us (see clause 7.3), or by your fraud or your failure, deliberately or through gross negligence, to keep your security details safe; or
• any failure or delay caused by abnormal and unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary, or by our compliance with the law.
13.4 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law, including your rights under the Consumer Rights Act 2015 and the Payment Services Regulations 2017.
14.1 We use your personal information to provide the Service, to verify your identity, to prevent fraud and financial crime, and to meet our legal obligations. We are the controller of your personal information under the UK General Data Protection Regulation and the Data Protection Act 2018. Our Privacy Policy [link]. explains how we use your information, how long we keep it, when we share it (including with payout partners outside the UK), and your rights, including your right to complain to the Information Commissioner's Office.
15.1 If you are unhappy with our Service, please tell us so we can put things right. You can complain by email to complaints@stbremit.com , by phone on +44 204 570 9268 and mobile: +44 794 3152 165 (09:00 - 17:00), by post to Complaints Team, Kanson Services Limited, TBXH @ Sunley, Sunley House, Bedford Park, Croydon, London, CR0 2AP. Our full complaints procedure is on our Complaints page [link].
15.2 We will acknowledge your complaint promptly. We will send you our final response within 15 business days of receiving it. In exceptional circumstances beyond our control, we will write to you within those 15 business days to explain the delay and when you will hear from us, and our final response will then be sent no later than 35 business days after we received your complaint.
15.3 If you are not happy with our final response, or we have not responded within these time limits, you may be able to refer your complaint to the Financial Ombudsman Service, free of charge, within six months of the date of our final response:
• Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Phone: 0800 023 4567
• Email: complaint.info\@financial-ombudsman.org.uk
• Website: www\.financial-ombudsman.org.uk
16.1 You can close your STB Remit account at any time by contacting Customer Service. Closing your account does not affect any Money Transfer already in progress.
16.2 We may close your account by giving you at least two months' notice. We may suspend or close your account immediately if we reasonably believe you have broken these Terms, used the Service for an illegal purpose or fraudulently, or if we are required to do so by law or by a regulator. We will tell you why unless the law prevents us.
17.1 We may change these Terms, for example to reflect changes in the law or regulation, in our fees or in the Service. We will give you at least two months' notice of any change by email or in the app before it takes effect. If you do not agree to the change, you can close your account free of charge before it takes effect. If you do not tell us, you object, we will treat you as having accepted the change.
17.2 Changes to exchange rates take effect immediately. The rate that applies to each Money Transfer is the rate shown to you when you confirm it.
18.1 These Terms are governed by the law of England and Wales. You can bring legal proceedings about these Terms in the courts of England and Wales. If you live in Scotland, you can bring proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring proceedings in either the Northern Irish or the English courts.
18.2 If any part of these Terms is found to be invalid or unenforceable, the rest of these Terms will continue to apply.
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